After an Auto-Pay event runs, you may notice that some invoices on the Invoices page are still marked as unpaid. This usually happens for one of four reasons:

Here's what an unpaid invoice looks like on a customer's Billing page:

The sections below walk through each reason and how to resolve it.

You can view a customer's ACH (bank account) payment decline in the following places: A/R Aging Report, Auto-Pay settings (on the customer's Billing page), and Transaction History (on the customer's Billing page).

The charge will go back to the original invoice, which will become current again. Any non-sufficient fund (NSF) fees will be added to a separate invoice.

See this support article for more information about ACH payments and declines.

A declined credit card payment means Enrollsy's automatic payment system attempted to authorize the card with the credit card company, and the authorization failed. If auto-pay runs and the invoice remains unpaid, the payment is declined. There will be no record of the payment in the customer's transaction history on the BILLING tab of their account.

See this support article for more information about declined credit and debit card payments.

Admin users who have the Receive failed customer payment emails setting turned on will receive the following email notifications:

You can change this setting by going to My Company > Users > Admins to manage your admins' users. For ACHQ users (those with EnrollsyPay), an email is also sent to the Speedchex (payment gateway) owner when an ACH payment is rejected.

Customers whose ACH payments fail, and who show as failed in Enrollsy, do receive an email notification and can log in to update their payment details and retry the payment. Customers do not receive an email for credit card payments that fail at auto-pay and never show up in Enrollsy.

Enrollsy allows customers to modify or delete payment methods through the Customer portal. Admin Users can also turn a customer's Auto-Pay setting on or off from the Billing page.

Solution: If an invoice remains unpaid, double-check that Auto-Pay is still turned on via the Invoices page.

See these support articles for more information on Auto-Pay:

When a customer pays through the Customer portal, any payment (including custom payments) is automatically attached to an invoice. However, Admin Users must manually attach a payment to an invoice if they make that payment on the customer's behalf.

There are two ways to pay a customer's invoice: from the Invoices page, or from the customer's Billing page. Every payment should be applied to an invoice; if there is no invoice, one can be created, or the payment will go into the Unapplied Payment section of the credit balance. See this support article for detailed instructions on paying an invoice.

Any unmatched payment or credit is matched automatically according to this schedule:

Enrollsy's Automated System: Enrollsy's automated system uses a predictable schedule for invoice creation, credit reconciliation, and payment collection, as follows:

If an invoice isn't paid because of a credit on the account (shown in blue in the transaction history), resolve it by doing the following:

If you've gone through the reasons above and an invoice is still unpaid, contact us through the chat button in the bottom-right corner of the Enrollsy app.

At this time, Admin users cannot link invoices to payments or sync current invoices with the account balance themselves. This typically happens when a customer pays before the invoice posts to the account. Whether or not Auto-Pay is on, the account is reconciled periodically throughout the day, though it may take longer outside of office hours and on weekends.

If you need an account synced right away, use the chat button and provide the account email address. In the chat, choose View support menu, then Account Reconciliation.

Before requesting a sync, make sure all of the following are true: a past payment or credit needs to be synced with one or more invoices, the account balance differs from the amount of the current invoice(s), there is at least one current (open) invoice, and the account is not on Auto-Pay.

Be sure to include the account email address for each account that needs to be reconciled. If you have several accounts to reconcile, attach a CSV file of the account email addresses. To save a file as CSV, open it in a text editor or spreadsheet program and use the print function to print as a CSV.